This policy forms part of the terms and conditions of your Gold Membership Agreement. Aurum Health Limited (Aurum) may, from time to time, update this policy, and will notify you when it does so.
Introduction
At Aurum, every element of your membership has been carefully considered to provide care that is not only expert and efficient but also deeply personal and respectful of your lifestyle in line with our Scope of Care policy.
We do not impose limits. Instead, we partner with you to ensure that your care reflects your needs and aspirations and is delivered in a way that preserves the quality and intention of the experience you’ve chosen. Our approach to membership fees is subject to your ongoing fair use of the service as laid out in this policy.
A relationship built on care and trust between you and your clinical team
Membership with Aurum is more than a membership for services; it is an ongoing relationship, shaped around:
- Your evolving health goals and preferences.
- Your usage of the service.
- Your health needs and aspirations.
- Our shared commitment to clarity, progress, and outcomes.
- Transparency and care.
Our service allows for flexibility and responsiveness to your individual circumstances and aspirations. Consultations are unhurried, tailored, and facilitated in alignment with your schedule. At the same time, we are careful to respect the time and presence of our clinicians, so that each interaction – yours and others’ – receives the focus of attention it deserves.
What ‘Fair Use’ means
Fair use is not a restriction. It is an assurance that your membership is designed for freedom, flexibility, and partnership. It reflects five values that sit at the heart of Aurum:
- Human: We lead with warmth, respect, and empathy.
- Tailored: We design our service with care and precision. Reliable, effective, and adapted to each person and situation.
- Connected: We build trusted relationships that bring people together for better outcomes.
- Innovative: We pursue technologies and models that strengthen relationships, not replace them.
With these guiding values, fair use means you can feel confident knowing that you may access the Aurum team wherever you need support, advice, or guidance.
You are free to choose:
- How often you connect: whether regularly, occasionally, or during specific periods of need.
- When and where you connect: from the comfort of home, during a work break, or while travelling.
- How you connect: organising a your consultation directly, via a message to your relationship manager or emailing through for some guidance.
If your needs change and you find yourself connecting with us more often, we will work with you to find a sustainable solution. We will explore this with you to discuss what is happening in your health journey and how Aurum can best support you, perhaps with a more structured care approach or additional touchpoints. This may include suggesting a more tailored membership arrangement and/or adjusting your membership fee to better and fairly reflect the level of care provided.
Above all, fair use exists to protect the integrity of the relationship you have chosen with Aurum. It is our commitment that you will never feel constrained in accessing the care you need in the way that suits you best.
If, together, we decide that Aurum is no longer the right fit for your needs, we will work together to develop a transition plan. Any applicable early termination fee will be clearly outlined in advance as described in our Fees and Cancellation policy, so that you always know what to expect.
A note on urgent and emergency care
Aurum’s telehealth services are not suitable for medical emergencies.
In emergencies, contact 111 or seek immediate medical attention at a hospital.
If you experience a medical emergency, please call 111 or go directly to your nearest emergency department. Your safety remains paramount, and we encourage all members to familiarise themselves with our Scope of Care guide, which outlines where Aurum fits within your broader healthcare plan.
For more information on emergency care, visit info.health.nz/services-support/emergency-departments.
We are equipped to provide urgent care for many time-sensitive issues that require prompt attention, including infections, flare-ups, or rapid changes in health or changes in your normal health from living with chronic conditions. These will be prioritised and scheduled as soon as appropriate.
If there are any questions regarding this policy, you may contact us using the information below.
info@aurumhealth.nz
0800 287 861
Last edited on August 2025